Sears Support Ticket

Sears Smart Service Agreement

Created By:	joeyconf	Last Reply:	joeyconf
Priority Level:	[Emergency]	Status:	[Open]
Created:	9 years ago	Last Updated:	9 years ago
Department:	Home Services Support	Replies:	0

I've written a review on Measured Up regarding Sears ' refusal to issue the voucher for my washer that was promised if the machine could not be repaired under the Sears Smart Service Protection Agreement I purchased. I've had three service calls. The door won't close and the washer won't run. Replacing the door latch didn't work. A second tech ordered a control board. That didn't work. At that time, the tech said the machine was not fixable, but his manager insisted on ordering a new control board. The first one was refurbished. A week later, the tech came back and installed the new control board. That didn't work either. He tested other parts with some testing equipment he had and again declared the machine was not repairable. I again asked for my $500 voucher toward a new machine. He again called his manager and again the voucher was refused. He left, the machine is still broken, it's still sitting disconnected in the middle of my kitchen, the stack dryer is sitting in the middle of my dining room disconnected. The tech gave me no advice on how to proceed. After a long day at work, I spent an hour on the phone with Sears Repair Department and then Benefit Department. I was told that no person I could speak to would have the authority to issue my voucher. The customer service rep said she would send an email to one of these managers and I would receive a call back either yesterday or today. No call back. She said all she could do is set up another service call, that is scheduled for this Saturday between noon and four. I'm going to have to purchase a new front load stack dryer and the $500 is probably not going to cover the total cost of a front load washer, but I'm upset at the runaround I'm getting from everybody concerned with this. I want Sears to contact my Sears store in Edwardsville IL and issue the voucher so it shows up on their system so I can proceed.

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